Solution for call center
The company is a call center. Head meta - view statistics on links and control them
- Synchronization with IP telephony
- KPI: number of outgoing calls, number of incoming calls, number of incoming missed calls, number of incoming missed calls without a return call, out-of-band call lines (input and exit)
- different types of tasks for managers (call, call back)
- binding fields in tasks
- rozpodіlennya tasks between spivrobіtnikami
- the legal right to save roses (it’s important for them) https://crm-onebox.com/ru/support/telefoniya/1374-zapisi-razgovorov/
Who can take? What will you do yourself?
Original question is available on version: ru
- Synchronization with IP telephony
- KPI: number of outgoing calls, number of incoming calls, number of incoming missed calls, number of incoming missed calls without a return call, out-of-band call lines (input and exit)
- different types of tasks for managers (call, call back)
- binding fields in tasks
- rozpodіlennya tasks between spivrobіtnikami
- the legal right to save roses (it’s important for them) https://crm-onebox.com/ru/support/telefoniya/1374-zapisi-razgovorov/
Who can take? What will you do yourself?
Answers:
We have implemented similar projects for the call center, in general, all this can be done.
1. We recommend binotel telephony, with it you will be able to see the incoming / outgoing windows of customer calls in the CPM system, there will be call records that can be stored both on the binotel server and uploaded to the CPM server.
For a more flexible telephony setup, Asterisk is needed, for this a telephonist is needed for the client who will set it up.
2. To build indicators (KPI) - you need to set up processes for work. For example, to make the process "Calling customers", with the stages "Call", "Undialed", "Call completed" (as an example), and based on these statuses, you can build indicators. For a more detailed explanation, you need to understand the processes of the client. Also in the process itself, the logic / sequence of work is configured, it is set what the system will do automatically, including checking that all required fields are filled in.
There is also a ready-made report on the work of managers in the call center, to track who is talking now, who is waiting, who is not in the system (not online), an example of what it looks like in test mode https://prnt.sc/uuo5to
For a more detailed analysis of the project, it is necessary to communicate with the client to determine the exact scope of work (disassemble the project in detail).
1. We recommend binotel telephony, with it you will be able to see the incoming / outgoing windows of customer calls in the CPM system, there will be call records that can be stored both on the binotel server and uploaded to the CPM server.
For a more flexible telephony setup, Asterisk is needed, for this a telephonist is needed for the client who will set it up.
2. To build indicators (KPI) - you need to set up processes for work. For example, to make the process "Calling customers", with the stages "Call", "Undialed", "Call completed" (as an example), and based on these statuses, you can build indicators. For a more detailed explanation, you need to understand the processes of the client. Also in the process itself, the logic / sequence of work is configured, it is set what the system will do automatically, including checking that all required fields are filled in.
There is also a ready-made report on the work of managers in the call center, to track who is talking now, who is waiting, who is not in the system (not online), an example of what it looks like in test mode https://prnt.sc/uuo5to
For a more detailed analysis of the project, it is necessary to communicate with the client to determine the exact scope of work (disassemble the project in detail).
07.10.2020, 13:35
https://qube-soft.com/ crm erp onebox qubesoft внедрение аналитика 1с интегратор
Original comment available on version: ru
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